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Manager Training

Johannesburg, Gauteng, South Africa
July 23, 2020

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Thokozile Charlotte



Johannesburg South,



Cover Letter:

To whom it may concern

RE: Training and Development Co-Ordinator

I would like to be considered for the Training and Development Co-Ordinator position at the United States Embassy Pretoria Consulate as advertised on the organization's website.

My character traits are namely diligence, meticulousness, flexibility, adaptability and reliability. Your organization could benefit from my extensive knowledge and experience from working in the Industrial Psychology/Human Resources, Telecommunications and Customer Service industries

I am the best candidate for this position because I am solutions-based, confident, an attentive listener, flexible, and a fast learner.

I have interacted with people on different levels and work well, individually and within a team.

I look forward to discussing more about this position with you,





-Organised - can work in and out of the office


-Good Communication

-Intrinsically Motivated


-Team Work



-Written/Verbal Communication

-Research/Analytical Skills


Trainer / DNI Retail, Sandton

2015 to April 2019

Key Responsibilities:

Training Needs and Identification

-Deal with training requests / problems identified timeously and effectively

-Support New and Existing Sales Consultants in the stores

-Conduct thorough training needs and analysis aligned with the company Capability and Development

Training Implementation

-Working consistently according to standard operating procedures and quality standards

-Ensure every Sales Consultant who participates in the training sessions is competent to be allocated a store

-Plan the delivery of training interventions

-Identify and implement the training sessions, as per requirement


-Measure, assess, evaluate and report the effectiveness of training delivered through assessments

-Ensure quality standards are met and maintained by the Sales Consultants

-Understand and communicate the consequences of not maintain quality

-Identify processes and procedures where the quality of training delivered may be improved for Customer Satisfaction

-Ensure customer queries are attended to and resolved on time and the customer is satisfied with the resolution

-Deliver first time service excellence

-Provide input into the best training intervention to meet customer requirements

Reporting and Recruitment

-Report weekly and monthly on training delivered and the effectiveness of the sessions, to the Manager

-Develop content and design assessments for all training interventions

-Assist with the recruitment process and induction for Sales Consultants


Human Resources Officer / Mobilize Outsourcing Solutions, Sandton

23 February 2015 to October 2015

Key Responsibilities:

Source, screen, select, conduct risk assessments and appoint employees as per the role profile


Hold induction with new employees on appointment thereof



Ensure all personnel related information is acquired and distributed to relevant parties for capture and payroll

Report all injuries on duty timeously and complete the required documentation

Performance Management

Hold feedback sessions with each employee on a monthly basis to provide insight on performance

Identify poor performers and put corrective action in place

Industrial Relations

Hold counselling sessions

Write up and issue warnings as per company policy

Conduct disciplinary enquiries

Represent the organisation at the CCMA

Personnel Management

Manage absenteeism in accordance with the company policy

Communicate changes in policies and procedures to related parties on a regular basis

Ensure that the capacity management per unit is adhered to Reporting

Complete and submit monthly operational dashboards per area

Continuous development

Hold an in-depth understanding of the client’s business to ensure continuous development in both the clients and the organisation

Trainer / Cell C (Pty) Ltd

August 2012 - January 2015

Key Responsibilities:


• Delivers skills (product & systems) training to all Agents

• Operates within agreed training schedule and meets quality standards

• Delivers induction training

• Delivers on-the-job training

Learning assessments

• Design pre and post-training assessments

• Ensure completion of learning assessments and provide relevant feedback based on results

Administration and Record keeping

• Accurately records all learning and development interventions

• Update all training material to ensure currency and accuracy

• Provide management with relevant training reports

• Ensure training manuals and aids are prepared for training

• Make logistical arrangements for training

Client Liaison Consultant / Cell C (Pty) Ltd

December 2006 – June 2012

Key Responsibilities:

Resolve escalated customer complaints and enquiries referred to the CEO, COO and the MD’s offices within 24 hours.

Ensure that customers that complain are communicated with throughout the lifecycle of the complaint.

Respond, with the applicable resolution, to both the customer and the Executives, in the writing.

Inform the relevant departmental management of problems being experienced by customers.

Rectify the customer’s problem or where necessary follow up with the applicable department to ensure that the problem has been fully rectified.

Compile weekly reports with detailed record of customer complaints, trends and problem areas affecting service to customers.

Analyse customer complaints and suggest how problems can be resolved or avoided in the future

Provide ongoing support on advanced Data Products and Services.

Assist with handset queries and functionalities.

Liaise and establish business relationships with both internal & external customers in providing relevant business information.

To capture all interactions made with the customer.

Preparing credit notes and Debits notes for the client.

Rica Administrator / Cell C (Pty) Ltd

15 June 2006 – December 2006

Key Responsibilities:

Receive and catalogue agent applications from prospective agents in the informal sector

Assess applications received based on the minimum information required by law

Communicate the required information in terms of registration to agents in the informal sector

Action exception reporting on the activities of the gents in the informal channel in order to rectify inconsistencies

Accurately receive and catalogue agent applications from prospective agents in the formal sector

Objectively assess applications received based on the minimum information required by law

Apply assessment criteria as defined by the Interception and Monitoring Act

Communicate the required information in terms of registration to agents in the formal sector with cognizance of the sensitivities of the formal sector

Action exception reporting on the activities of the agents in the informal channel in order to rectify inconsistencies

Attend scheduled training, develop and document an individual training plan

Trade Partner Helpdesk Consultant / Cell C (Pty) Ltd

2003 – June 2006

Key Responsibilities:

•Inbound Call Centre Agent

•Handling Queries

•All Level Clients

•Handling Queries (Franchise, Dealers and CST)

•CST Queries (Community Service Telephones)

•Arrange and courier sim cards to customers

•Contract renewals

•Log repairs for faulty handsets in accordance with the repair process

•Monthly visits to franchises and dealers

•Compile reports – franchise visits

Call Centre Agent/ Cell C (Pty) Ltd

November 2001 – 2003

Key Responsibilities:

•Taking calls (inbound & outbound)

•Handling queries over the phone – general

•Providing customer service

Secretary / Insearch Personnel Practitioners

02 November 1999 – 30 November 1999

Key Responsibilities:

•Answering incoming calls

•Arranging meetings

•Diarising office appointments

•Handling general admin office duties which included:

•Filing of documentation


•Screening of calls

Customer Relations Officer / Edgars Stores Limited

01 February 1999 – 30 September 2001

Key Responsibilities:

•Replenishing of stock


•Sales Assistant

•Handling customer queries which included:

-Providing customers with information when required

-Effectively and efficiently handling customer queries

-Ensuring that all client related queries are resolved

-Assisting customers with opening accounts, either face -to - face or telephonically


•On Q - Outstanding Performance (Telecommunications) – 2004

•On Q - Gauteng Overall Top Performer - Tele-Communications Division

•Long Service Award (5 Years with Cell C)









Reading – many biographies and self-help books. My favourite author is Angela Makholwa.


Sport – squash

Community Service – Class Leader



TELEPHONE: (011-***-****/ 084-***-****

CONTACT: Barend Grimsell

TITLE: Operations Manager

NAME OF COMPANY: Mobilize Outsourcing Solutions

TELEPHONE: (011-***-****

CONTACT: Chantal Botha

TITLE: Operations Manager


TELEPHONE: 084-***-****

CONTACT: Bertha Mojapelo

TITLE: Senior Trainer

NAME OF COMPANY: Edgars Stores Limited

TELEPHONE NO: (011-***-****

CONTACT: Throne Mokgethi

TITLE: Edgars Manager

CONTACT: Ntsoaki Mokori

TELEPHONE: 083-***-****

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